You said, we did!

We're committed to strengthening our relationship with you as our tenants by listening carefully and acting on what you tell us. Your feedback helps us to shape our services, improve how we communicate, and make sure our engagement opportunities work for everyone. Below are some of the key things you've raised recently, and what we're doing in response.

Engagement Meeting Times
Tenants told us that they felt that the tenant engagement meetings were too often held during standard working hours, making it difficult for many people to take part. In response, we are reviewing our scheduling and will begin offering more evening and flexible‑time sessions so everyone is able to get involved.

Repairs Process Information
You also highlighted that clearer, more accessible information about the repairs process would be helpful. We are now working with our Repairs team to develop a simple, step‑by‑step guide that explains how the process works, what you can expect, and where to go for support. This will be shared online very soon and further discussed at upcoming engagement sessions.

A Coffee‑Shop Style Drop‑In
Tenants suggested introducing a more informal "coffee‑shop style" drop‑in, where people can come along, ask questions, and get information in a relaxed setting. We agreed this was a great idea and will be piloting these drop‑ins soon to see how well they are received.

Listening to residents, acting on feedback

We know how important it is to listen and learn. Here are some of the changes we've made in response to recent complaints, tenant feedback and lessons learned across services.

A tenant lost his key and called Customer Services who arranged a replacement key for £25 cost - the tenant was not made aware that the cost did not include a replacement fob. The lack of clear communication created dissatisfaction and was rectified once the Neighbourhoods team had been made aware of the issue. The additional charge for the new fob was waived for the customer on this occasion. Lesson learnt - the process and call script was updated to ensure better clarity and avoid confusion for the customer.​ 

An applicant had a problem logging in to bid on Home Options. The complaint reflects how important it is to promptly identify and resolve recurring account access issues and keeping customers informed throughout the process. We have recognised the concern caused by the customer's inability to access his Home Options account and the potential worry of missing housing opportunities. Lesson Learnt - we will ensure that technical issues are escalated promptly when reported and that appropriate support is provided to prevent customers from being disadvantaged whilst the issues are being resolved.​

A noise complaint has highlighted why clearly explaining what action the Council can take when a complaint is reported is essential to our tenants understanding of the process and what evidence is needed to support further action. Keeping residents informed and recognising that ongoing noise issues can have a serious impact on their wellbeing is important. Lessons Learnt - We will ensure that concerns raised are reviewed promptly and that residents receive clear advice about the options available to them at the earliest possible opportunity

A recurring theme is ineffective communication between the Council and operatives who are carrying out work in our tenant's homes.  Listening to what our tenants have told us is important and everyone providing services to our tenants, regardless of whether they are an officer of the Council or a contractor, should provide the same excellent service. Lessons Learnt-a programme of awareness and training will commence in the Assets team in September 2026. This will be based on the Complaint Handling Code and Housing Ombudsman Service training and awareness sessions are being arranged.

Performance Data

Below is a document which contains the performance data which relates to housing.

Performance data - Housing - April 26 - June 26 (PDF, 168 KB)